Customer Experience Senior Supervisor
Cali, CALI, Colombia
Full Time
Manager/Supervisor
JOB DESCRIPTION
Job Title: Supervisor(a) de Customer Service
Area: Customer Experience
Specific Location: Cali, Colombia
General Description:
Responsible for ensuring operational excellence within the Customer Service area through effective team management, monitoring and achievement of key performance indicators (KPIs), and proper execution of strategic initiatives and projects. Ensures timely and effective customer support by optimizing processes, resources, and technological tools, while fostering a culture of continuous improvement focused on customer experience and results achievement.
Reports to: Rocio Serrano
Title: Customer Experience Sr. Director
REQUIREMENTS
Education:
High school diploma.
Experience:
1 year of experience in similar roles leading Customer Service or Contact Center teams.
Knowledge of:
Microsoft 365 applications, including Excel, Word, and PowerPoint.
CRM Systems.
Cross-Selling & Up-Selling
Licenses Certifications:
N/A
Skills:
Advanced English level (C1).
Strong empathetic and assertive communication skills.
Problem-solving and conflict resolution skills.
Time management and multitasking abilities.
Tolerance to frustration.
Ability to work under pressure in a fast-paced and dynamic work environment.
Detail-oriented with excellent organizational skills.
DUTIES AND RESPONSIBILITIES
a) Manage and ensure timely and effective handling of customer requests, delivering an experience aligned with the company’s service standards.
b) Administer, monitor, and optimize the use of telephony and customer management platforms, ensuring proper functionality and contributing to operational efficiency.
c) Provide administrative and operational support to the Customer Experience leadership, facilitating initiative execution and data-driven decision-making.
d) Lead, monitor, and develop Customer Service teams through continuous follow-up, coaching, and performance-oriented feedback.
e) Ensure compliance with operational KPIs by analyzing results and implementing continuous improvement actions.
f) Develop and manage operational and performance reports to track key metrics, identify trends and improvement opportunities, and support team performance management.
g) Design, implement, and monitor incentive schemes aligned with results to drive productivity, service quality, and team engagement.
h) Ensure proper execution and progress of strategic projects within the Service Leadership.
i) Design, coordinate, and implement operational workforce planning schedules, optimizing service coverage and efficient resource allocation.
j) Collaborate cross-functionally with other company departments to launch initiatives and execute strategic projects defined by the Customer Experience Leadership, ensuring operational alignment and goal achievement.
Salary: 3,800,000 + Uncapped Commissions
Payment of Holiday Surcharges and Overtime in Accordance with Current Colombian Labor Regulations
Job Title: Supervisor(a) de Customer Service
Area: Customer Experience
Specific Location: Cali, Colombia
General Description:
Responsible for ensuring operational excellence within the Customer Service area through effective team management, monitoring and achievement of key performance indicators (KPIs), and proper execution of strategic initiatives and projects. Ensures timely and effective customer support by optimizing processes, resources, and technological tools, while fostering a culture of continuous improvement focused on customer experience and results achievement.
Reports to: Rocio Serrano
Title: Customer Experience Sr. Director
REQUIREMENTS
Education:
High school diploma.
Experience:
1 year of experience in similar roles leading Customer Service or Contact Center teams.
Knowledge of:
Microsoft 365 applications, including Excel, Word, and PowerPoint.
CRM Systems.
Cross-Selling & Up-Selling
Licenses Certifications:
N/A
Skills:
Advanced English level (C1).
Strong empathetic and assertive communication skills.
Problem-solving and conflict resolution skills.
Time management and multitasking abilities.
Tolerance to frustration.
Ability to work under pressure in a fast-paced and dynamic work environment.
Detail-oriented with excellent organizational skills.
DUTIES AND RESPONSIBILITIES
a) Manage and ensure timely and effective handling of customer requests, delivering an experience aligned with the company’s service standards.
b) Administer, monitor, and optimize the use of telephony and customer management platforms, ensuring proper functionality and contributing to operational efficiency.
c) Provide administrative and operational support to the Customer Experience leadership, facilitating initiative execution and data-driven decision-making.
d) Lead, monitor, and develop Customer Service teams through continuous follow-up, coaching, and performance-oriented feedback.
e) Ensure compliance with operational KPIs by analyzing results and implementing continuous improvement actions.
f) Develop and manage operational and performance reports to track key metrics, identify trends and improvement opportunities, and support team performance management.
g) Design, implement, and monitor incentive schemes aligned with results to drive productivity, service quality, and team engagement.
h) Ensure proper execution and progress of strategic projects within the Service Leadership.
i) Design, coordinate, and implement operational workforce planning schedules, optimizing service coverage and efficient resource allocation.
j) Collaborate cross-functionally with other company departments to launch initiatives and execute strategic projects defined by the Customer Experience Leadership, ensuring operational alignment and goal achievement.
Salary: 3,800,000 + Uncapped Commissions
Payment of Holiday Surcharges and Overtime in Accordance with Current Colombian Labor Regulations
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